What to do if you didn't get your PIN number in 10 mins?

If your order is not delivered in 10 mins, it may be due to one of the following reasons. Please read further for our suggestions.

1. For New Customers:

If you are a new customer (identified by email), we do need to confirm your first order with you over the phone. We usually will call you up during the earliest time slot that you chose within one day, including weekends. If you didn't left a phone number for us to reach you, please do so by sending an email to us. Orders from new customers with no phone number won't be delivered. We do encourage you to leave two phone numbers for us and choose the time slots during which we can reach you.

If you didn't get the phone call from us, in most cases, it's due to:

• Typo when you entered your phone number;

• There is no answering machine so we can't leave a message for you;

• The line is always busy.

You can email us with a better time for us to call you if this happens.

2. For Old Customers:

If you place a successful order on our website, the PIN number(s) should be automatically delivered to your email address immediately for >99.5% of the orders. If you didn't get the PIN number within 10 mins, it's usually due to:

• Problem with your mail server. We recently notice problems with some customers who use email addresses end with hotmail.com, msn.com, or excite.com. We usually resend your PIN number to you once we got your email or message about it. But sometimes these emails are not deliverable due to mail server problems. So please consider sending your request from a different email address, or just call us.

• Delay with your mail server. You may get it a little later. If this is urgent, please call us and we can deliver the PIN number(s) over the phone after we verified your identity.

• You made a typo with your email address, so the system treat you as new customer again.

• In very rare cases, our system may fail to deliver the order. Since we manually check every order daily, these problems will be rectified within one day, usually much sooner.

We hope this will help you will the PIN delivery.

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Last Update: November 19, 2004.